Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a formal complaint against Pearlfection Dentistry for unethical practices, lack of transparency, and failure to resolve my concerns despite multiple attempts at communication.On June 4th, I visited Pearlfection Dentistry because a crown popped off. Although I have a primary dentist in *************, where I normally reside, I sought immediate care from Pearlfection Dentistry while temporarily staying at my daughters place in ********. I informed them that my primary dentist in ************* could provide necessary details, including current X-rays.I expected a straightforward consultation. However, upon arrival, I was immediately taken to the X-ray room without prior explanation of the procedures or costs. I expressed concerns and offered recent X-rays from my primary dentist, but they proceeded with the X-ray without addressing my concerns.I was not told the X-ray was mandatory, nor was I given the opportunity to consent to or decline it. I had not agreed to any treatments beyond the consultation. I was later shocked to learn that I would be charged for the X-ray, despite offering my own.I tried resolving my concerns through multiple calls/emails to Pearlfection Dentistry. When I got through, they refused to offer any resolution, stating I'm obligated to pay the fee since the X-ray had been taken, ignoring the fact that I wasnt properly informed or given a chance to consent.Its clear that Pearlfection Dentistry ensures every new client is charged for an X-ray, regardless of need or informed consent. This practice is deceptive & unethical. Clients, especially first-timers, should be fully informed about procedures and costs upfront.Given the lack of transparency, unethical practice of charging for procedures without proper consent, and failure to resolve my concerns, I'm requesting a full refund for the X-ray charge. I urge the BBB to investigate Pearlfection Dentistry's practices to prevent other clients from experiencing similar issues.

• Initial Complaint

  Date:06/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early April I was seeking a new dentist. I came across PearlFection Dentistry in Urbana,MD who advertised on their website that they were part of the ***** ****** network (I have ***** ****** PPO). I called to request an appointment and asked if they accepted my ***** ****** plan, to which they replied yes.
  My initial appointment for X-rays and a new patient evaluation was on 5/6/24. They also sent out some predetermination claims to delta for future appointments. About a week later, I got an explanation of benefits paper from ***** ****** almost denying all claims for the appointment for 5/6. I called to request more details to which the ***** ****** rep replied that Pearlfection was out of network and I would have to pay out of network costs.
  The following day, I called Pearlfection for clarification and they stated they were definitely in network and that my insurance provider is “in the wrong”. I asked to speak with the site manager but was told she would have to call me back.
  After a few days, I still had heard nothing from the manager and so I called Pearlfection again. After several calls and being told that the manager was always busy and sending several emails to Pearlfection, it was clear that they were avoiding me and ignoring my concerns. I did get an invoice from Pearlfection for over 300$ which I told them I would not pay.
  I called ***** ****** and they stated that I would have to put in a grievance and that this facility has not been part of the network since 2022. I cannot see a new dentist until the grievance is taken care of, so now my health is being put on the back burner, which incredibly unfair and unfortunate. I want all my claims from Pearlfection completely absolved - as if I never had gone there. Because, I would have never gone there in the first place had I known they were out of network.

• Initial Complaint

  Date:03/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen by pearlfection dentistry on 2/28/24 for a mouth guard fitting and 2 filings. Once services were rendered I was charged $382.00 but I provided the office with all the information needed to prove that the amounts I was being charged were inaccurate, based on my insurance plan (****** *****************) and the allowance agreement for in-network providers. I should have only been charged $116.71. The billing rep. attempted to charge me a deductible also (not apart of my plan). I disputed that and asked about a refund and she stated I would be refunded my money, if it’s proven I was charged incorrectly. To date pearlfection has not followed up with my insurance to confirm the inaccurate amounts charged so that my refund can be issued.
  
  Mouth guard/D9944: $728.00 charged but I only owed: $53.39
  D2331/filing $265.00 charged but I only owed: $29.34
  D2392/filing $299.00 charged but I only owed $33.98.
  
  The rep. Provided 2 credits of $75.01 for the D2331 code and a credit of $80.57 for the D2392 code and continued to state my insurance only covers 80% but she disregarded the in-network allowance that is agreed upon by my insurance and the in-network provider.
  
  The bill had overall charges of $1,292.00 subtracting an insurance portion of $784.29 and subtracting a credit of $537.58 and stating my portion is $29.87 but the rep said this was inaccurate and still proceeded to charge me $382.00
  
  ****** *********’s site states that in-network providers cannot bill customers for the difference between their standard charges and ****** *********’s negotiated fees that are agreed upon and apart of the ****** ********* dental plan.

  Business Response

  Date: 04/02/2024

  This patient was called by the practice to explain the way our office works.  We collect an estimated patient portion for any procedures performed.  We do our best to estimate accurately.  We then wait for the insurance company to process the claim and once we have payment from the insurance company, we will apply any payment, do any necessary write offs (when we are in network) and bill the patient for any remaining balance or issue a credit if too much money was collected and put that money back on the patients credit card or issue a check.  We are in network with ****** *********.  We have set fees yes, but every group has different rules about what they pay for and what they do not pay for.  Most insurance companies do not pay much or anything for one of the procedures she had done and therefore we collect up front and reinburse if we do get paid by insurance company.  This patient did not take the time to call our office to have a discussion on what was going to happen and instead just wrote to the BBB. If she would have taken a few minutes to ask the question, we would have explained to her that the claim is pending, we are waiting and once we get a check and EOB from the insurance company we will kmow exactly what is owed.  Just be patient and we have a clear path in a very short time.  She was only in our office less than a month ago and the claim has not processed.  

  To resolve this matter, we will wait till the claim in processed and if we collected too much, we will issue and credit and if we under collected we will send a bill. Just like we have done for 20 years and 50000 patients.  

  Customer Answer

  Date: 04/03/2024

  Good afternoon,

  I was responding to the message provided by ******* the manager from pearlfection. Other than him being condescending and unprofessional. I am satisfied with the response and will await my refund. If the BBB posts anything about this office please be sure to inform customers that the billing process and billing department employees are terrible! They are overcharging customers due to a system hack that took place years ago and using it as an excuse to disregard a customer having insurance coverage. I spoke directly with the billing manager the day of service and she viewed all of my documents and still decided to overcharge me. If that’s the protocol for this practice then they should have never made it 20 years. ******* is very unprofessional and even went as far to say I should have never contacted you all, although I was over charged! He seemed more upset about having to respond to you all rather than being upset that a customer with insurance and proof of payment amount was over charged for services. Please give this office a low rating if you have the power to do so. 

  
  

  Thank you,

  **** ***** 
  

  The formula for SUCCESS is You plus GOD!